Technical Support Engineer

Eaton is currently seeking a Technical Support Engineer to join our team. This position is based out of our Arden, NC location. This is a hybrid role. Must reside within a 50mile radius of the work location(s) listed on this posting. Relocation assistance will be provided.

Position Overview:

This position provides pre and post-sale call center technical support for power and energy meters, protective relays, software and communication products. Serves as a technical resource to customers and Electrical Group personnel for complex problems. Provides remote support to assist end users and field engineers with product installation, device configuration and data acquisition needs. Provides technical explanations, demonstration and training of products to customers, field engineering and marketing support functions. Assists in-house engineering and marketing personnel in suggesting concepts for new products or modifications of existing devices.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention, and discovery become a reality daily. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours.

Essential Functions:

• Provide technical support for power quality and energy meters, protective relays, connectivity and software products, also supporting services for internal and external organizational channels.
• Diagnose customer issues and identify appropriate resolutions through multiple media outlets, including phone, email and conference/in-person meetings.
• Maintain and update customer call tracker database (logs customer calls with respective resolutions, Open, Close tickets)
• Provide efficient and accurate pre-sales application and technical support by analyzing and recommending solutions to meet customer's needs, including cross-referencing competitive product
• Conduct hardware and software testing and research to duplicate and resolve customer issues
• Communicate with lead technical support engineers around customer status and issues
• Proactively communicate customer needs to the product line
• Continue professional development in preparation for technological advancements.

When we embrace the different ideas, perspectives, and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

Qualifications

Required (Basic) Qualifications:

• Associates Degree in Electrical, EET or Software Engineering or relevant Military Experience
• Minimum two years experience in power systems or electronics.

Preferred Qualifications:

• BS in Electrical, Software or Computer Engineering
• Prior Technical Support, Customer Service and/or Call Center experience
• Fluent in industrial Ethernet communications (e.g. Modbus TCP, BACnet/IP, SNMP, etc.)
• Fluent in industrial Fieldbus communications (e.g. Modbus RTU, BACnet/MSTP, Profibus, etc.).

Why work at Eaton?

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

At Eaton, we know that good benefit plans are important to employees and their families. In addition to a competitive base salary, Eaton provides various Health and Welfare benefits as well as Retirement benefits. Click here for more detail: Eaton Benefits at a Glance.

Please be advised that you will be subject to Eaton's Drug and Alcohol Policy as part of this position, a copy of which is available for your review. Pursuant to that policy, you may be required to undergo drug and alcohol testing depending on the conditions set out in that policy.

Eaton has in place accessibility policies for accommodating employees with disabilities. If you are selected for an interview and require accommodations, please let the recruiter or hiring manager know so we can work towards making reasonable adjustments that best suits your needs. Accessibility information may be found at: https://www.eaton.com/ca/en-gb/company/policies-and-statements/accessibility.html

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Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

What you will get from us

Eaton's mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power - more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It's where bold, bright professionals like you can reach your full potential-and where you can help us reach ours. Eaton's 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we - as individuals and as a company - are stronger.

We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company's operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Job: Engineering

Region: North America - US/Puerto Rico
Organization: EPG CPD PCD Power Components Division

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes - Hybrid
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time